Senior Guest Service Manager - Austin TX

Job Title: Senior Guest Service Manager
Department: Valet Parking Operations
Reports directly to: City Manager or Area Manager
Schedule: Full Time
Status: Exempt
Compensation: Starting $55000 $70000 plus bonus opportunities
(Rates can vary by market and experience)

Position Summary:
The Senior Guest Service Manager oversees valet operations across multiple locations or highvolume properties ensuring exceptional service operational efficiency and strong team leadership. Manage staff optimize workflows maintain client relationships and ensure compliance with company policies and safety regulations serving as the main point of contact for property owners hotel management and executive leadership to deliver a seamless valet experience.

Primary Objective:
To lead and manage valet operations by delivering outstanding guest service optimizing efficiency and driving financial performance. The Senior Guest Service Manager focuses on staff development operational excellence and customer satisfaction ensuring a safe professional and organized valet experience while continuously improving service quality and business growth.

Duties and Responsibilities:

Client Relationship Management:
Serve as the primary contact for each property ensuring contractual obligations are met while fostering open communication addressing concerns and building trust with stakeholders to strengthen partnerships and identify opportunities for service improvements and business growth.

Daily Operational Oversight:
Manage scheduling staffing and quality assurance to ensure smooth daily operations at each location. Conduct regular site visits to identify and resolve issues maintain equipment improve processes and uphold consistent customer service standards.

Financial and Administrative Tasks:
Monitor sitelevel revenue payroll and expenses to identify trends and irregularities working with the Regional Director on cost control and accurate recordkeeping to keep operations financially on track and within budget.

Team Supervision and Training:
Recruit train and coach hourly associates set clear performance expectations and foster a positive work environment by modeling professionalism and enforcing company policies to support employee satisfaction and excellent customer service.

Communication and Reporting:
Provide regular updates to management through reports on progress challenges and account needs while using personal devices as needed to coordinate promptly during emergencies or urgent situations.

Travel and Communication:
Due to the geographic scope of the role travel may be required focusing on site visits to oversee performance address challenges and support new account launches. Ongoing communication is essential providing consistent updates and performance insights into leadership. In some cases the Manager may need to use a personal cell phone to manage operational matters effectively.

Supervisory Responsibilities:
Actively involve staff in planning decisionmaking and process improvement while taking full responsibility for team performance. Maintain an open and accessible leadership style providing regular feedback supporting skill development and encouraging professional growth. Seek and apply feedback from both internal and external customers promote a culture of quality and continuously work to enhance processes services and supervisory skills to drive team success.

Additional Responsibilities:
Other tasks may be assigned as needed to support the companys overall operational and financial objectives with the expectation that the management remains flexible and responsive to evolving business needs. Attend required staff meetings and complete assigned training modules in a timely manner. Including but not limited to the ability to work flexible hours when needed particularly during financial close periods and occasional travel for financial reviews audits or corporate meetings. May be required.

Knowledge Skills and Abilities:

Competency/Qualifications:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
A high school diploma or GED is required with at least five years of supervisory experience in parking hospitality or a similar customer service field. Additional training or certifications in leadership or business management is beneficial.

Certificates and Licenses:
A valid drivers license and reliable transportation are required for this role along with maintaining an acceptable motor vehicle record with no more than three moving violations within a threeyear period. Candidates must also pass and maintain a clean background check. No special certifications are necessary for this position.

Hospitality Customer Service and Communication:
Provide exceptional guest service through professional communication active listening and personalized assistance creating a welcoming and memorable experience that aligns with company standards and fosters a positive environment for guests and team members.

Advanced Client Management Skills:
Build strong relationships by understanding client needs resolving issues promptly and anticipating requirements. Coordinate across locations and adjust strategies to ensure client satisfaction and support longterm partnerships.

Strong Analytical and ProblemSolving Abilities:
Analyze revenue and payroll identify discrepancies resolve operational inefficiencies and develop solutions to improve performance and accuracy.

Effective Training and Leadership Skills:
Provide handson coaching build strong teams and ensure consistent operations through knowledge of training methods operational software and leadership principles fostering accountability clear communication and employee engagement across multiple sites.

Payroll Management:
Manage payroll with a focus on scheduling and overtime control guiding managers to create efficient schedules that optimize labor costs and improve operational efficiency.

Work Environment:
The work environment for this role includes both indoor and outdoor settings requiring collaboration with teams vendors and clients onsite and in corporate environments. Associates may frequently use computers communicate via phone and perform duties in or around parking facilities. Regular exposure to outdoor weather conditionsincluding extreme heat cold humidity and wet environmentsis expected. The location can be noisy with moving vehicles operated by the public.

Physical Demands:
Requirements may include extended periods of standing walking and the ability to lift moderate weights when necessary. Specific vision abilitiesclose distance peripheral depth perception and focus adjustmentsmay be required to ensure onsite awareness and safety.

Cell Phone Use:
Employees may be required to use personal cell phones for workrelated communication including coordination with team members managers and clients as well as accessing work applications. Reimbursement for workrelated phone usage will follow company policy.

Pay Transparency:
PMC is committed to pay transparency and equity among all employees and provides employees an environment where pay transparency and dialogue on compensation are allowed. PMC complies with Equal Employment Opportunity laws as well as federal state and local laws on compensation pay transparency and pay equity.

Additional Compensation and Benefits:

• Health Benefits Medical vision and dental insurance Upon eligibility
• 401K Upon eligibility
• Supplemental Insurance Life insurance and critical illness
• Bonus opportunities
• Internal leadership development program
• Paid time off
• Paid training
• Tuition assistance through Bellevue University Up to $5250 per year
• Nationwide discounts through Perks at Work
• Military friendly employer

Employee at Will:
Employment with PMC is on an atwill basis meaning either the employee or the employer may end the employment relationship at any time for any reason with or without cause or notice in accordance with applicable laws. A 120day introductory period applies.

Fair Labor Standards Act (FLSA):
This position is classified as exempt under the Fair Labor Standards Act (FLSA) meaning employees in this role are not eligible for overtime pay for hours worked beyond 40 in a workweek at a rate of one and onehalf times their regular hourly rate. PMC adheres to all applicable federal state and local wage and overtime laws ensuring that compensation complies with these legal standards. All hourly rates will meet or exceed the minimum wage requirements for your specific work location.

PMC is compliant with all state workmans compensation laws.

Employee Leave:
PMC is compliant with all state specific required and FMLA paid leave requirements such as sick leave state paid family leave etc.

Equal Employment Opportunity (EEO) Statement:
Parking Management Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin disability age or veteran status.

ADA and Equal Employment Opportunity (EEO) Compliance:
Parking Management Company will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and ensure equal employment opportunity.

This job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal job functions are subject to modification.